Asif Kazi
About Asif Kazi
Asif Kazi serves as the Vice President of Technical Field Services at ArangoDB, where he has worked since 2023. He has held various leadership roles in technical services and customer success across several companies, including Couchbase, DocuSign, and Amazon Web Services.
Current Role at ArangoDB
As Vice President of Technical Field Services at ArangoDB, Asif Kazi has been instrumental in rolling out Professional Services packages tailored to meet the needs of customers and partners. He has developed and implemented a customer journey map that emphasizes critical inflection points, serving as signals for potential growth or churn. His leadership has led to significant improvements in customer service metrics, including an over 80% reduction in Average Time to First Response (TTFR) and a 70% decrease in Average Time to Resolution (TTR). Additionally, he has introduced a tiered Customer Success Management plan that serves over 165 global customers.
Previous Experience in Professional Services
Asif Kazi has held various leadership roles in professional services across multiple organizations. He served as Director of Global Professional Services at Couchbase from 2015 to 2017 and as Director - Solution Architectures at DocuSign for 10 months in 2014-2015. His experience also includes positions at StreamSets Inc. as Head of Technical Customer Success, Professional Services and Education, and at Ahana as Head of Sales Engineering and Technical Services. His tenure at these companies has contributed to his expertise in customer success and technical services.
Educational Background
Asif Kazi holds a Master of Business Administration (MBA) from UNC Kenan-Flagler Business School, which he completed from 2020 to 2021. He also earned a Master's degree in Software Engineering from the Birla Institute of Technology and Science, Pilani, from 2004 to 2005. His undergraduate education includes a Bachelor's degree in Computer Engineering from Bharati Vidyapeeth, completed from 1995 to 1999. This educational foundation supports his extensive career in technical and customer success roles.
Core Competencies and Skills
Asif Kazi possesses core competencies in scaling teams globally, building referenceable client relationships, and accelerating revenue growth. His experience spans over 15 years in directing global sales engineering, professional services, and technical customer success teams. He has evaluated and implemented Customer Success and Support tools, including options like ChurnZero and GainSight, to enhance customer engagement and support. His passion for addressing customer challenges has been a driving force throughout his career.
Notable Achievements in Customer Success
At ArangoDB, Asif Kazi has achieved significant reductions in ticket volume by over 70% through initiatives focused on customer enablement, training, and the establishment of knowledge bases for self-service. His strategic approach to customer success includes the evaluation and implementation of various Customer Success Platforms (CSP) to enhance service delivery. These efforts reflect his commitment to improving customer experiences and operational efficiency.